Casey Schroeder Email & Phone Number

Greater Milwaukee

Delivered exceptional value and service by leading day-to-day operations of a technical team of over 20 technicians and support staff who provide technical support to managed services and break-fix clientele of more than 200 businesses.Led training, set performance standards, conducted evaluations and development plans, improved workload efficiencies, and drove internal promotions.Cultivated and maintained client relationships through strategic business planning meetings and frequent check-ins via phone, in-person, or virtual meetings.Managed client escalations and issue resolutions while maintaining proactive communication and documentation to ensure high levels of client satisfaction.Conducted routine audits and managed client documentation to ensure current and accurate information.Developed, documented, and implemented policies and procedures for consistent service delivery and client satisfaction.Utilized BrightGauge and PowerBI Reporting to monitor KPIs and metrics to improve client satisfaction, identify trends, optimize resources, set goals, and make data-driven decisions.Organized outings and led team-building exercises.Coordinated hardware and software deployments on time and within budgets by adhering to IT best practices, helping our clients achieve meaningful results.

Coordinated IT activities for 150+ clients and managed schedules for over 20 staff members.Assisted with planning and organizing company functions and internal initiatives.Collaborated with internal resources on the creation of marketing materials.Reviewed and updated process documents and enforced company policies and procedures.Functioned as a backup for various Operations department roles such as purchasing and receiving.

Conducted nationwide financial, mortgage, insurance, and loan quality audits; responsible for a monthly pipeline of 40 investigations/audits.Independent compliance verification with an organization's internal lending standards and regulatory mandates.Administered investigative interviews with material parties.Partnered with former FBI Agents and Law Enforcement Professionals throughout the US and Puerto Rico to ensure accurate investigations.